Support Engineer, Compass / Jira Product Discovery

Working at Atlassian

Atlassians can choose where they work whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Your future team

Our Cloud Support team is passionate about providing support and product expertise to our customers. You will report to a local Support Manager while operating in a global team with colleagues from different regions working to improve our capabilities and service quality for our cloud customers using Compass and Jira Product Discovery (JPD).

What you'll do

• Resolve customer configuration issues and responding to customer questions, focusing on a positive experience for them using Atlassian Cloud products, Compass and Jira Product Discovery (JPD). You may be asked to help support other Cloud products as the product portfolio evolves.
• You will guide collaborative discussions within the Team, challenge thought processes, help develop or adopt new team capabilities, and encourage peers to see them through.
• Use internal technical expertise including your peers, mentors, knowledge base articles, Community forums, and other tools to provide the most effective solutions to customer issues.
• Understand customer use cases, perform troubleshooting, and develop workarounds to product bugs.
• Periodically collaborate to develop and implement operational improvements. Also, you may be asked to represent Atlassian at events (Technical conferences, Meetups).

Your background

• Have at least three (3) years of customer or technical support experience.
• Have experience in self-guided initiative, and perseverance in a globally distributed support operations team.
• Is proficient in written English and comfortable providing support through (e.g., email, Slack) and verbal (e.g., video conference, over the phone).
• Has working experience with Browser Developer Tools
• Have experience troubleshooting network issues.
• Experience how REST API works.
• Experience with Logging tools (e.g., Splunk, Logstash)
• Jira Software administration and GraphQL skills but not mandatory.

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.